Lead the day-to-day operations along with a team of L1 and L2 engineers to manage our customer's IP Telephony and Contact Center environment.
Sound knowledge and the ability to configure and troubleshoot the following applications are required.
Cisco Unified Communications Manager (CUCM)
Cisco Unified Contact Center Express (UCCX)
Cisco WFM (Calabrio AQM)
Cisco Unity Connection (CUC)
Cisco Voice Gateways
Knowledge on Zoom Phone and Oracle SBC will be considered as added advantage.
Strong understanding of UCCX Scripts with the ability to develop new or modify existing UCCX IVR scripts.
Troubleshoot and resolve application issues related to IVR scripts and Finesse integration.
Configure voice gateways, CUBE routers as part of the Collaboration solutions
Strong understanding of security and privacy controls for voice systems and the ability to design and configure according to the current standards.
Troubleshoot integrated technology issues and maintain an accurate issues list.
Learn to understand the customer environment (technical and political) and when to escalate.
Work with Account Managers to identify new opportunities (cross selling and up selling while on projects)
Participate in the modification and continual improvement of project documentation and the project implementation processes
Assist support technicians in troubleshooting client installation
Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities.Ensure further expansion of skill set in the products & services that Black Box supports.
Actively and consistently recommend and support all efforts to improve, simplify, and enhance day-to-day service delivery operations and client experience.
Foster and contribute toward collaborative working relationships within our operations team and across all levels and departments of the organization to execute service desk functions and company priorities.
